Krystyna Acevedo
@krystynaacevedo
Experienced contact center quality analyst and supervisor focused on service excellence.
United StatesWhat I'm looking for
I am an experienced contact center quality analyst and supervisor with a strong track record of monitoring inbound and outbound calls, identifying risk violations, and correcting misinformation to protect clients and company integrity. I have trained new hires and existing staff on verification procedures and risk mitigation, and I am fluent in Spanish.
Throughout roles at Molina Healthcare, Unity Bank, and TD Bank, I led and coached teams of 10–45 agents, handled escalations, delivered performance reviews, supported hiring, and used tools like Salesforce and Microsoft Office to improve operations and quality.
Experience
Work history, roles, and key accomplishments
Contact Center Quality Analyst
Molina Healthcare Inc.
Feb 2023 - Present (3 years 1 month)
Oversaw inbound and outbound calls to ensure compliance and service quality, identified and corrected risk violations, and trained new hires and staff on verification and call-risk procedures.
Contact Center Quality Analyst Supervisor
Unity Bank
Aug 2019 - Feb 2023 (3 years 6 months)
Monitored call quality and compliance, identified misinformation and risk violations, and trained employees on verification and risk mitigation to maintain service standards.
Monitored inbound/outbound calls to ensure service quality, corrected agent misinformation and risk violations, and trained staff on proper client verification procedures.
Led and coached teams of 10–45 agents, handled escalations, conducted quarterly performance reviews, and supported hiring and employee development to improve team performance.
Education
Degrees, certifications, and relevant coursework
Krystyna hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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